AccountId: 011433970860
ContactId: 925e196a-d044-42ec-9be5-d5b8a4450640
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92400 ms
Total Talk Time (AGENT): 29129 ms
Total Talk Time (CUSTOMER): 35627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/925e196a-d044-42ec-9be5-d5b8a4450640_20250318T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I would like to know on the patient's eligibility.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] 02464566.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And thank you so much for verifying the policy, [PII]. You're calling in for eligibility for this member. It does show that the policy is no longer active and the term date is listed as.
[AGENT][NEUTRAL] 103 of 24.
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] OK, sure. So, yes, he's no longer active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm, OK, that's all the information I needed to know. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Thank you.